Safaricom is once again facing serious questions about how it manages customer money after new claims emerged suggesting that its systems may have been compromised.
Leah Awiti-Omil, a well-known career coach and entrepreneur, has brought to light disturbing details that paint a worrying picture of how the company has allegedly failed to protect users from theft within its mobile money platform.
Her revelations, shared through a Facebook video, have reignited public debate about the reliability of M-Pesa, a service that millions of Kenyans depend on daily for their financial transactions.
Awiti-Omil said she lost her money three weeks ago through what appeared to be an internal system breach.
When she reached out to Safaricom’s management for help, she was shocked to learn that similar incidents have been happening for years without meaningful action being taken. She claimed that even some managers within the company are aware of these weaknesses but nothing changes, leaving victims frustrated and helpless.
According to her, two former employees allegedly left the company with tools that still give them access to Safaricom’s systems, allowing them to manipulate accounts and steal money from unsuspecting users.
The issue, she said, is not new. For nearly three years, Kenyans have been reporting mysterious M-Pesa deductions and cases of disappearing funds. Many customers say that when they try to follow up, the response from Safaricom’s customer care team is painfully slow and unhelpful.
Instead of offering clear answers, the company often directs victims to the police, yet even law enforcement officers reportedly struggle to get cooperation from Safaricom.
This lack of coordination, Awiti-Omil said, has made it easier for hackers to thrive.Once money is stolen, it allegedly moves from the victim’s M-Pesa wallet to a Safaricom-linked account and is withdrawn within minutes.
Victims rarely receive refunds or explanations. What makes the situation even more alarming is that hackers can reportedly access credit and overdraft services such as Fuliza using a victim’s identity, leaving people with debts they never took.
Awiti-Omil described this as a betrayal of public trust and accused the company of turning a blind eye to the growing crisis.
She also compared the current state of Safaricom to the period when it was led by Bob Collymore and Michael Joseph, saying the company back then felt safer and more transparent.
Under their leadership, customers believed in the system and trusted that their money was secure. That confidence, she said, has vanished.
Across social media, more Kenyans are now coming forward with similar complaints. Many have shared stories of waking up to find their M-Pesa balances reduced or wiped out completely, with no traceable transaction history.
For them, the fear is not just about losing money but about the silence and indifference they face when they seek help.
She warned that hackers often act early in the morning when most people expect payments, taking advantage of the busy hours to cover their tracks. She urged users to withdraw their money when possible and avoid keeping large amounts in M-Pesa until Safaricom takes visible action to secure its systems.
The growing wave of public complaints is putting pressure on Safaricom to explain how such breaches can continue in a company of its size and reputation.
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